Visitor profile always shows 1 visit

Support & Bugs
1

Hello,

In our ecommerce Log, when we check the visitor profile of our customers, in 95% of the case, we only see one visit.

I know for a fact that they are not visiting us for the first time :

• Most of our customers need several visits before they actually order (based on our analytics data).
• The source of traffic is often “direct entry”, which I think also show they are not visiting our shop for the first time.
• Within the last 2 months (since we installed Matomo), we only had 2 orders coming from a returning customer).
• When I check the visit log filtering the IP of a customer who ordered, I always find several visits. I know IP aren’t always a good indicator, but I did the test for quite a lot of them, and the result is always the same : I can find more than recent 1 visit.

We tried the multi attribution plugin to solve this issue, but we still only see one visit per user.

Any Idea how to solve this problem ?

Thanks in advance !

2

How do you track? (MTM, JavaScript API, server logs, etc.)
How do you manage tracking consent?

3

I’m not exactly sure as I’m not from the dev team.
From what I know, we use our own server, so we can gather data without consent.

4

Without knowing the tracking solution, it will be difficult to help… :thinking:

5

Hello, thanks for trying to help me on this :slight_smile:

So I asked my colleague, and we are using the Javascript API, and we use the consent free version of Matomo

6

Which version of Matomo do you use? (I know that one previous version of Matomo had a problem with consent implementation…)

7

We started to use Matomo 2 months ago with version 4.12.3, and then we made the updatee to version 4.13.0 in December